Patient Intake Coordinator

Regional Cancer Care Associates (RCCA) is looking for an exceptional Patient Services Coordinator to join the team. This position professionally greets and welcomes patients and their friends/family. Answers, screens, and directs all incoming calls to appropriate personnel relaying messages between patients and clinical staff. This individual must also possess strong multi-tasking abilities and bring positivity and passion to their work. If you want to join a team that is on the cutting edge of cancer care, while always putting the patient first, we want to hear from you! While some experience is preferred, we are very open to new grads looking to explore oncology care.

Employment Type: Full Time

Location: Manchester, CT

Compensation: $20 - $25 per hour

Compensation packages based on your unique skills, experience, and qualifications

As of the date of this posting, RCCA offers a comprehensive benefits package for this position, subject to eligibility requirements. In addition to the salary, we provide: Health, dental, and vision plans, Wellness program, Health savings account - Flexible spending accounts, 401(k) retirement plan, Life insurance, Short-term disability insurance, Long-term disability insurance, Employee Assistance Program (EAP), Paid Time Off (PTO) and holiday pay, Tuition discounts with numerous universities.

We believe these benefits underscore our commitment to the well-being and professional growth of our employees.

• Serve as the first point of contact for new patients, delivering exceptional customer service and creating a welcoming experience across all communication channels.
• Manage high volumes of inbound and outbound calls with professionalism, empathy, and efficiency, ensuring each interaction reflects the organization's standards.
• Collect and verify patient demographic, insurance, referral, and pre-visit information with accuracy and attention to detail.
• Clearly communicate appointment logistics, including time, location, directions, and preparation instructions, to ensure patients are well-informed and prepared.
• Document all call interactions and updates in the applicable system in real time, following established protocols and documentation standards.
• Resolve patient inquiries, concerns, and complaints promptly and effectively, using sound judgment and escalation protocols when necessary.
• Collaborate with clinical and administrative teams to ensure seamless coordination of care and scheduling accuracy.
• Maintain up-to-date and complete patient records, ensuring data integrity and compliance with HIPAA and all applicable healthcare regulations.
• Escalate complex or sensitive issues to the appropriate department or supervisor for timely resolution.
• Uphold organizational policies and compliance standards in every interaction, ensuring patient confidentiality and regulatory adherence.
• Support additional administrative or operational tasks as assigned, contributing to the overall efficiency of the call center team.
• Other duties as requested or assigned.

• High School diploma or equivalent required.
• Two (2) years of call center-related, referral management and/or patient access experience in healthcare preferred with progressive responsibility or equivalent combination of education and work experience.
• Experience with Microsoft Office Products (Outlook, Word, Teams, and Excel) required.
• Knowledge of medical terminology, insurance processes, and HIPAA compliance.
• Strong communication and active listening skills, with empathy and patience.
• Ability to handle high call volumes while maintaining quality service.
• Must successfully complete required onboarding courses and on-demand training within 45 days of occupying position.
• Proficiency in a call center or customer service setting, with knowledge of customer service principles and practices and call center telephony and technology.
• Experience with Electronic Medical Record (EMR), referral management, and practice management systems.
• Excellent listening, interpersonal, and communication (verbal and written) skills, and professional, pleasant, and respectful telephone etiquette.

Competencies:

Uses Technical and Functional Experience: Possesses up to date knowledge of the profession and industry; accesses and uses other expert resources when appropriate.

Demonstrates Adaptability: Handles day-to-day work challenges confidently; is willing and able to adjust to multiple demands, shifting priorities, ambiguity, and rapid change; shows resilience in the face of constraints, frustrations, or adversity; demonstrates flexibility.

Uses Sound Judgment: Makes timely, cost effective and sound decisions; makes decisions under conditions of uncertainty.

Shows Work Commitment: Sets high standards of performance; pursues aggressive goals and works efficiently to achieve them.

Commits to Quality: Emphasizes the need to deliver quality products and/or services; defines standards for quality and evaluated products, processes, and service against those standards; manages quality; improves efficiencies.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to be present at the employee site during regularly scheduled business hours and regularly required to sit or stand and talk or hear. Requires full range of body motion including handling and lifting patients, manual and finger dexterity, and eye-hand coordination. Requires standing and walking for extensive periods of time. Occasionally lifts and carries items weighing up to 40 lbs. Requires corrected vision and hearing to normal range.